Service Desk Specialist
CurrentTake ownership of all customer inquiries, incidents, problems, changes, and requests throughout the ongoing management process.• Manage the onboarding and offboarding of users, and provide assistance with troubleshooting PC issues and setting up printers.• Handle the provisioning of mobile services, including porting numbers and device enrollment, and ensure users are successfully onboarded into relevant systems.• Meet all contractual Service Level Agreements (SLAs) for service offerings.• Effectively capture and manage requests from initiation to resolution, using the ServiceNow platform.• Investigate, diagnose, and resolve requests within the agreed SLAs and any Operational Level Agreements (OLAs) applicable to the team.• Swiftly identify, work on, and resolve critical issues.• Navigate various systems to locate necessary information, determine the next steps, and keep customers informed about the progress until their needs are resolved.
